Overview

Case Management integrates with Bits Agent Builder, allowing you to move from manual to automated case creation, triage, and resolution. Assign cases to custom agents to support your different workflows.

Create custom agents

Use Bits Agent Builder to create custom agents that can triage and resolve cases. Agents can perform any action from the Action Catalog, including creating, updating, and resolving cases. Here are examples of agents you can build to use in Case Management:

• Issue triager: Enriches incoming cases with structure and context so a human can act without manual prep.
• Security signal aggregator: Groups related security signals into one unified investigation case to prevent siloed analysis.
• Feature implementer: Takes a feature request specification to a draft PR to help you ship improvements faster.
• IT access request automator: Reviews case details, requests any missing details from the submitter, and automatically requests required approvals from admins.
• Support first responder: Drafts an initial response and starts the investigation process for support tickets to help reduce mean time to resolution (MTTR).

Using custom agents in Case Management

Assign cases to agents from Bits Agent Builder manually or automatically using the Agent Assignee field in cases.

Manual assignment

In a case, select an agent from the Agent Assignee field dropdown.

Automated assignment

Use case automation rules to assign cases to agents automatically:

1. Navigate to Case Management > Settings.
2. Select the project you want to create automation rules for.
3. Select Automation Rules.
4. Click New Rule.
5. Define a trigger for when the rule should run.
6. Select Assign Agent and choose the custom agent to assign matching cases to.
7. Enable and name your rule.

Further reading

Documentation, liens et articles supplémentaires utiles:

Bits Agent BuilderDOCUMENTATION Action CatalogDOCUMENTATION